Testimonials
The success of the project was reflected in the positive feedback that underscores the dedication and expertise of the Aucera team in delivering a high-quality solution, meeting the client’s needs and exceeding expectations.
“The uneventful and flawless launch was a result of all the work that all of the folks at Aucera have done. It has not gone unnoticed or unappreciated.“
“This project was a truly collaborative effort with exceptional coordination, leading to a seamless launch.“
“The meticulous handling of the UAT phase, with nearly 1,000 call routing scenarios, was a true testament to the team’s dedication; your thorough and careful work has laid a solid foundation for future success.“
The Opportunity
An energy client approached Aucera seeking technical consulting for a critical vendor selection process for a Contact Center as a Service (CCaaS) system. The primary focus was on establishing robust selection criteria and contractual considerations to protect the client’s investment and ensure a seamless onboarding process. Once the vendor was selected, the client expanded the original scope and requested project management assistance to onboard the new system for internal users and two contact center partners.
The Aucera Solution
Aucera understood the need for a seamless and accelerated implementation to ensure there was no interruption of the current operations and developed a plan that led to astounding results. The implementation goal was set for 90 days, a timeline that was initially considered ambitious. However, through Aucera’s meticulous planning and execution, the project was completed on time and under budget.
Key strategies included:
- Vendor Selection: Comprehensive evaluation of potential vendors based on the client’s requirements, focusing on scalability, reliability, and integration capabilities.
- Project Management: Detailed project plans with clear milestones and responsibilities, regular status updates, and proactive risk management.
- Contractual Safeguards: Ensuring the contract included provisions to protect the client’s investment, such as performance guarantees and clear SLAs.
- Stakeholder Engagement: Continuous communication and collaboration with internal teams and contact center partners to align expectations and ensure smooth transitions.
Aucera worked hand-in-hand with the client throughout the entire engagement, fostering a collaborative environment that allowed for real-time adjustments and tailored solutions. This partnership approach not only ensured that the project met the client’s unique needs but also empowered the client to regain control over their technology stack. By freeing them from the constraints of a previous technology provider, Aucera enabled the client to implement a more innovative and flexible solution. This transformation allowed the client to focus on their core business objectives without the burden of technological limitations.
Key Outcomes
Aucera’s strategic approach to vendor selection and project management played a pivotal role in the successful implementation of the CCaaS system for the energy client. The project not only achieved its ambitious timeline but also delivered tangible improvements in vendor management and operational performance, that culminated in several significant benefits for the client:
- Increased Performance: The replacement of an antiquated third-party infrastructure and integration of new features led to enhanced performance and service quality.
- Successful Onboarding: Both internal users and contact center partners were onboarded smoothly, resulting in minimal disruption to operations.
- Enhanced Vendor Management: The new system provided better tools and processes for managing vendor relationships, improving overall efficiency.
